Mobile Service Process

This business scenario is used to handle repairs and inspections of vehicles executed by technicians at the customer site. With use of an integrated SAP Field Service Management, service orders created in Vehicle Sales and Service (VSS) can be processed onsite and synchronized to the backend system. Throughout this business scenario, you can take your service process to the next level by delivering off-road service capabilities also in offline mode. Vehicle Service Mobile supports multiple spare parts handling scenarios allowing to ship required components directly to the customer, technician or to purchase missing parts by means of drop shipment process.

You can process service requests efficiently, beginning with customer complaints or requests through service planning followed by service execution by technicians using mobile devices.

Drawing depicts business communication aspects between SAP VSS and SAP FSM:

Open

Figure 26  proaxia VSS and SAP FSM Information flow

Reference process steps

1. Create Service order mobile using 2502 order type

2. Create job and categorize job with appropriate job type

3. Itemize the order with pre-planned materials (reserved materials)

4. Release the order

5. Assign technician using SAP FSM Workforce Management

6. Release assignment

7. Technician receives activity on his mobile device

8. Technician executes the activity and reports back work time, travel time, consumed materials. Service report gets generated, and activity gets closed.

9. Upon synchronization of data, Service order is being updated with appropriate items based on technician confirmation